SOI Alerts are not syncing properly with ServiceNow

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

SOI Alerts are not syncing properly with ServiceNow.  They may be created, but are not updated with any changes made to either side.

The following is observed in the soimgr-debug.log:

2024-04-10T17:17:01,024 WARN  [hdGETPoller] cs.StreamEncoder.writeBytes(221) [] - Exception in thread "hdGETPoller" 
2024-04-10T17:17:01,025 WARN  [hdGETPoller] cs.StreamEncoder.writeBytes(221) [] - java.util.ConcurrentModificationException
2024-04-10T17:17:01,025 WARN  [hdGETPoller] cs.StreamEncoder.writeBytes(221) [] -     at java.util.HashMap$HashIterator.nextNode(HashMap.java:1469)
2024-04-10T17:17:01,025 WARN  [hdGETPoller] cs.StreamEncoder.writeBytes(221) [] -     at java.util.HashMap$KeyIterator.next(HashMap.java:1493)
2024-04-10T17:17:01,025 WARN  [hdGETPoller] cs.StreamEncoder.writeBytes(221) [] -     at java.util.AbstractCollection.toString(AbstractCollection.java:461)
2024-04-10T17:17:01,025 WARN  [hdGETPoller] cs.StreamEncoder.writeBytes(221) [] -     at java.lang.String.valueOf(String.java:2994)
2024-04-10T17:17:01,025 WARN  [hdGETPoller] cs.StreamEncoder.writeBytes(221) [] -     at java.lang.StringBuilder.append(StringBuilder.java:136)
2024-04-10T17:17:01,025 WARN  [hdGETPoller] cs.StreamEncoder.writeBytes(221) [] -     at com.ca.soi.nim.integration.HDGETPoller.run(HDGETPoller.java:74)
2024-04-10T17:17:01,025 WARN  [hdGETPoller] cs.StreamEncoder.writeBytes(221) [] -     at java.lang.Thread.run(Thread.java:750)

 

Environment

SOI 4.2
helpdesk connector 1.2.3

Cause

The hdGETPoller thread is stopping and preventing updates

Resolution

To resolve this, a new jar file has been prepared to use with helpdesk connector 1.2.3.  It is attached to this article. To apply the fix, please use the following steps:

1. Stop all the SOI services
2. Take a backup and replace the following jar with the one provided in the attached zip file
   CA\SOI\tomcat\lib\UniversalHelpDesk.jar  
3. Start all the SOI services